Service Desk Coordinator

Service Desk Coordinator – The Role As a Service Desk Coordinator, you will be pivotal in ensuring the smooth, day-to-day operation of our Level 1 support team. This role focuses on optimising workflow, managing resources, and driving process improvements to ensure our analysts efficiently resolve customer issues and meet SLAs. You will also serve as a key escalation point for complex issues, providing crucial support and guidance. Your New Team You’ll be joining our dynamic Support Services team, working closely with Level 1 and Senior Service Desk Analysts, as well as the Service Desk Team Leader. This collaborative environment fosters continuous improvement and efficient service delivery, ensuring our customers receive exceptional support. You’ll play a key role in mentoring and guiding junior team members. Key Responsibilities Oversee daily workflow, ticket assignment, tracking, and resolution for Level 1 Analysts. Monitor ticket queues, identify bottlenecks, and manage resource allocation to optimise team performance. Monitor SLA adherence, identify improvement areas, and generate performance reports. Analyse data to identify trends in ticket resolution and customer satisfaction. Contribute to and maintain the Service Desk knowledge base, ensuring accuracy and accessibility. Identify and implement process improvements to enhance efficiency and effectiveness. Provide guidance and support to Level 1 Analysts, assisting with problem resolution and skill development. Escalate complex or unresolved issues to appropriate team members. Maintain effective communication and foster collaboration within the team and across departments. Prepare regular reports on service desk performance, trends, and areas for improvement. Provide overall supervision and guidance to the service desk team in the Team Leader’s absence. Qualifications & Experience Proven experience in a service desk or help desk environment, with a focus on workflow management or team coordination. Strong organisational and time management skills, with the ability to manage multiple priorities. Excellent communication and interpersonal skills. Ability to work effectively under pressure and meet deadlines. Proficiency in using ticketing systems (e.g., ServiceNow). Ability to analyse data and identify trends. Problem‑solving and decision‑making skills. Ability to work both independently and as part of a team. Experience mentoring or supporting junior team members (desirable). Demonstrated leadership skills and ability to manage a team effectively. Experience with knowledge base management systems (desirable). Experience with reporting and analytics tools (desirable). ITILv4 foundation certification (desirable). Experience with Google Workspace Admin console (desirable). Knowledge of ITIL framework (desirable). Our Perks – Location Toowong office – close to public transport and easy parking, with end‑of‑trip facilities (secure bike storage, showers), outdoor spaces and modern collaborative areas. Conveniently based at Toowong Village tower with views of the mountains and the Brisbane River, only 4 km from the city and providing access to retail, restaurants and other amenities. Hybrid Work Work from home 2 days a week; office located in Toowong. Extra Leave Paid “ME” day, a paid volunteer day, and the option to purchase additional leave. Development Opportunities Access to internal programmes and online courses. Employee Discounts Discounts on Budget Direct insurance products. Reward and Recognition Celebrate high performance with recognition, rewards, and incentives. Onsite Facilities End‑of‑trip facilities and private spaces for nursing mothers. Get Social Participate in vibrant social and community activities, including annual celebrations. About us Auto General (AG) is the fastest‑growing major motor and home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community. Our range of general insurance products – Car, Motorcycle, Home, Contents, Pet and Travel – are delivered through our multi‑award‑winning brand Budget Direct and partnerships with leading brands – ING, Qantas, Virgin Money and Coles Insurance. We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer If this sounds like you, apply today. Auto General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all. If you’re ready to make a significant impact and thrive in a growing business, apply now Auto General is committed to fostering an inclusive and diverse workplace where everyone can succeed. Note Recruitment agencies are kindly asked to refrain from sending unsolicited resumes. Auto General is not responsible for any fees related to unsolicited resumes. #J-18808-Ljbffr